NLP for Customer Service

Overview

Our 2-day NLP Skills for Customer Service examines how NLP concepts and approaches can augment interactions between your people and your customers, leading to more mutually satisfying experiences. In the modern world customers in most sectors have a considerable variety of choice as to who they select to supply the goods and services that they desire. In attracting new customers and retaining existing business, the provision of satisfying customer experiences can be a critical factor. Few customers expect everything to be perfect but they do expect that any dissatisfaction they have will be dealt with in a respectful, concerned and appropriate manner. A core skill set within NLP allows us to build powerful rapport with customers from a wide variety of backgrounds and obtain glimpses into the inner world of customers from their words, physiology and gestures, enabling your organisation’s representatives to respond to and interact with the customer in a way that maximizes effective communication, trust and a mutually acceptable resolution to previous disagreement.

Not only are these skills useable in situations where there is already conflict – they can also build sound customer relations skills in order to avoid your customer relationships developing into conflict situations in the first place.

The end result is not only greater customer satisfaction but also greater job satisfaction for your staff who can anticipate spending time in their place of work enjoying more harmonious relationships with the people they interact with every day. We believe this is important in terms of staff health, well-being and staff retention.

How to Book

You may book online immediately here to secure your place, or call us on 01565 759893.

View our payment terms and conditions here.

Objectives

Upon successful completion of this course, delegates will be able to:

  • Understand what customers core needs are when they interact with them
  • Obtain the ability to “step into the customer’s shoes” – obtaining insight and empathy
  • Recognise the subtle physiological and linguistic clues that tell you the ‘how’ of the customer’s thinking, not just the ‘what’
  • Manage their own state to be more resourceful and comfortable when dealing with customers
Target Audience

The target audience for this course includes Customer Service representatives, sales-people, team leaders, HR professionals and anyone who wishes to be able to interact more effectively with a diverse range of other people and create mutually satisfying professional relationships.

Course Content

Course content includes:

  • NLP Pre-suppositions
  • Building rapport through verbal and non-verbal means
  • What does a customer really want?
  • Filtering for important values
  • How do you look from their side of the counter?
  • Noticing and managing your state
  • Conflict resolution processes
  • Developing flexibility of response
  • Recognising Meta-programmes and using them to connect, communicate and persuade
Cost and Location

Attendance on this 2-day course is available at a cost of £520 + Vat (inc. all materials, lunch and refreshments).

The course is available at one of our luxurious training premises across the UK …

Booths Hall, Knutsford, Cheshire – An 18th Century manor house set in 220 acres in the heart of the Cheshire countryside – within easy reach of Manchester, Liverpool, Warrington, Preston, Stoke-on-Trent, Stafford, Birmingham, Wrexham and Chester and the counties of Cheshire, Greater Manchester, Lancashire, Merseyside Staffordshire, Shropshire, West Midlands and Flintshire. Delegates will be able to enjoy the beautiful parkland, woodland walks along with the extensive sporting facilities available.

Carlton House, Westminster, London – This stylish and comfortable venue has been extensively modernised whilst retaining its period character and boasts high quality, comprehensively equipped training rooms ideally suited for the delivery of the company’s growing range of business and personal development focused training courses. Although situated in a desirable, easily accessed location close to Pall Mall, traffic noise is minimal and delegates can experience a sense of comparative tranquility whilst engaging in their learning.

Grosvenor House on Glengall Street, Belfast – This is a comfortable and well equipped training venue located in the heart of Belfast. It boasts well-appointed training rooms within a minute’s walk from the Europa Bus and Train Station and less than five minutes from the City Hall. The venue’s excellent location puts it in immediate proximity to major transport links, a variety of hotels catering for all budgets and it is a stone’s throw from some of Belfast’s most famous cultural landmarks such as the Grand Opera House, the Royal Belfast Academical Institution and the famous Crown Liquor Saloon, a perfectly restored Victorian public house operated effectively as a working museum by the National Trust.

Course Prerequisites

There are no prerequisites for this course.

NLP for Customer Service

Improve Customer and Staff Satisfaction with Customer Service Training

At Watt Works, we specialise in offering individuals and organisations the opportunity to improve their performance in the workplace on a long-term basis.

This is why we offer customer service courses which specialise in using NLP (Neuro-linguistic programming) to assist employees in dealing with complaints and any other potentially difficult situations in a focused and outcome-orientated manner.

Incorporate NLP in Customer Services

NLP is an applied psychology that can help us to develop more effective communication and improved patterns of emotional and mental behaviour. It enables us to appreciate more usefully the points of view and inner worlds of other people with whom we come into contact. Our NLP in Customer Services courses at Watt Works incorporate this methodology powerfully in order to offer a myriad of different techniques which can help people in learning how to become better communicators and, ultimately, deal with complaints and other customer service experiences effectively.

Customer Service Courses with Watt Works

Offering your customers and clients a satisfying and pleasant experience when they do business with you is essential in such a competitive business world. Particularly, in terms of dealing with complaints, customers will expect a professional and respectful service - but sometimes this can be challenging for staff to provide when such situations are perceived as negative, hostile or otherwise unpleasant.

Our customer service training courses can offer customer service representatives, salespeople, HR professionals and team leaders the opportunity to expand their skills, flexibility and personal resourcefulness in this respect.

The content of our NLP in customer services courses includes helping delegates to identify what customers really want when dealing with complaints or generally interacting with them, enabling delegates to remain calm and centred in difficult situations and teaching different conflict resolution processes for a much more balanced and pleasant customer experience.

As part of our customer service training, delegates will also be able to realise how they appear to customers and alter their verbal and non-verbal actions where appropriate. This will make building rapport much more fluid and contribute to making the interactions between customers and staff comfortable and enjoyable.

When our customer service training course is successfully completed, attendees will be able to better understand what customers' core requirements are when they interact with them; in addition to gaining a sense of empathy that allows them to approach dealing with complaints more productively. Being more resourceful and comfortable interacting with customers and dealing with complaints will also become much more 'second-nature' as delegates will learn how to notice and manage their own state whilst building rapport through both verbal and non-verbal means.

Book Your Customer Services Training With Us

Our two-day NLP in customer services courses take place in all three of our luxury training premises across the UK: Carlton House, London; Booths Hall, Cheshire; and Grosvenor House, Belfast.

There are no specific prerequisites required to complete our NLP in customer services, and the overall cost of the course includes all materials, lunch and refreshments for an inclusive experience.

If you are interested to see what our NLP in customer services courses could do for your business performance, book online or secure your place by phone today.

WANT TO KNOW MORE?

For more information on any of our training services call us on +44 (0) 1565 759 893

All of our training services are designed to provide world-class experiences in learning and development.


We place extra emphasis on ensuring that participants on our courses have a superior learning experience that they are able to fully integrate in their personal and professional lives.


We provide pre-course preparation material, as well as a series of weekly and monthly follow ups and quizzes to ensure you make the most of your time with us.


All our courses are available via our open programme, or can be tailored extensivley to suit the needs of your organisation via in-house delivery.


Book a place on one of our open programme courses today...
More about courses
“If you deal with every customer in the same way, you will only close 25 to 30 percent of your contacts, because you will only close one personality type. But if you learn how to effectively work with all four personality types, you can conceivably close 100 percent of your contacts.”
Rod Nichols

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Watt Works Consulting Ltd Booths Hall, Chelford Road, Knutsford, Cheshire, WA16 8GS, England, United Kingdom T +44 (0)1565 759 893